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“Worst Check-In Ever!!!!”

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The Westin Lake Las Vegas Resort & Spa
Ranked #10 of 25 Hotels in Henderson
Reviewed July 28, 2012

Stayed at the Westin Lake Las Vegas - after hours of waiting for the rooms. At 7.45 p.m. got the rooms, finally. We were not the only ones to wait for hours. Many families did so too. The staff at the front desk were friendly telling us to wait for 30 Minutes till the rooms are ready. After beeing told that for 4 hours, we had enough, so did the others. Next to us was a lady, she and her 7 month old baby had to wait even longer!
The rooms - so we have been told, have been cleaned. The bathrobe is dirty, so is the floor in the bath. In the fridge, we found leftover from former guests. A coffee machine ready, but only tea available. No sense, telling anybody, cause at the front desk, there still are huge queues of other Guest still hoping to get their room.
Has anybody ever had such an experience in a Westin? INCREDIBLE!!!!!
We're angry and looking forward to leave this place ASAP! Unfortunately, Las Vegas is fully booked on Saturdays...

Room Tip: Avoid travelling to that Hotel, if arriving before midnight. Might be better during the night. It is...
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  • Stayed: July 2012, traveled with family
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8  Thank Kaiser96
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinLake L, General Manager at The Westin Lake Las Vegas Resort & Spa, responded to this reviewResponded August 2, 2012

We are truly saddened to learn about the length of time it took for your room to be ready. While we appreciate you sharing your feedback with us, we regret any inconveniences that may have impacted your stay and can assure you that your review will be looked over by the head of our housekeeping department. We can understand any frustrations, as this does not reflect the high standards of customer service we have set. Thank you for sharing and we will use this as an opportunity to strengthen our commitment to providing the best in service to each of our guests.

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1,217 - 1,223 of 1,363 reviews

Reviewed July 26, 2012

I stayed here one night in June during a week long stay in Vegas (stayed at the Element the rest of the week). I booked the stay through SPG.com. After my stay I checked my SPG account and I did not get points for my stay. I also did not get the 250 gold amenity points I selected upon check in. I have called repeatedly and have spent hours to try to get their error resolved. I have given up at this point and will certainly never stay at this hotel again or recommend it to my coworkers. If you are looking for a place to stay, the Element is a much nicer hotel, it will cost you less, and you will actually get SPG points for your stay.

  • Stayed: June 2012, traveled on business
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3  Thank Cloroxwipes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinLake L, General Manager at The Westin Lake Las Vegas Resort & Spa, responded to this reviewResponded August 2, 2012

For any inconveniences that you have experienced, we truly apologize. The frustration that you have felt during this time is understandable and we would like to thank you for once again reaching out to us. As a valued Starwood Preferred Guest, we sincerely appreciate you sharing your experience and hope that by the time this response reaches you, a resolution has been met. Thank you.

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Reviewed July 23, 2012

This resort is perfect for families with children. What really made an impression on me was how wonderful customer service is here. Although this resort is category 3 the service is category 5. I wish I got everyone's name so I can praise them, but unfortunately I didn't get them. However there was one that gave us top quality service at Rick's Cafe. The server's name was Gondo. Our whole family really enjoyed being s-=perved from him. He is an excellent server. He is the quintessential server that belongs in a five star resort.

The hotel grounds are well maintained and beautiful. However the rooms are lacking typical Westin standards that I have experienced. The major downfall is the cleanliness, Heavenly bed didn't seem as comfortable here as other Westin, bed sheets were stiff and uncomfortable, and decor of the rooms were outdated. Since Westin/starwood resort just recently took over this resort it is understandable that these flaws have been overlooked due to short time frame. However I would expect these issues will be addressed and corrected promptly.

I am a gold member of Starwoods but the upgraded room seemed like a standard room. I wish they could've accomodated a better room. The upgraded room was not much of an upgrade.

Overall weekend with the family was wonderful. Thank you Westin Lake Las Vegas for a wonderful weekend. We will surely be back soon.

  • Stayed: July 2012, traveled with family
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2  Thank Shelly H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinLake L, General Manager at The Westin Lake Las Vegas Resort & Spa, responded to this reviewResponded August 2, 2012

Thank you for sharing your review! We're honored that you chose The Westin Lake Las Vegas Resort & Spa for your family getaway and greatly appreciate you sharing your kind words about the customer service you received. We can understand the importance of a good night's sleep and regret that we didn't have the opportunity to address any concerns with you, to ensure the best possible experience. It is helpful reviews such as yours that direct us to the areas that may need improving, so we truly appreciate that you've taken the time to share your perspective. As a SPG Gold member, we look forward to your return!

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Reviewed July 21, 2012

This hotel provides a wonderful setting for a vacation or a business meeting. I have stayed for both and always leave satisfied. The food is oustanding and the hotel is very clean. The pools is awesome and has a slide for the kids. Great value for rooms! Since the golf courses have closed down, the hotel is very quiet. You feel like you own the place! I will continue to go back every chance I get!

Room Tip: Ask for a lake view. The suites are amazing!!
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  • Stayed: June 2012, traveled on business
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1  Thank JohnG011
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinLake L, General Manager at The Westin Lake Las Vegas Resort & Spa, responded to this reviewResponded July 26, 2012

At the Westin Lake Las Vegas, we want our guests to experience the Other Vegas - a relaxing and amenity rich lakefront oasis! We’re thrilled that you have enjoyed stays with us for both business and leisure and hope we have the chance to welcome you back again the next time you’re visiting Las Vegas! Thank you for your review.

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Reviewed July 18, 2012

Everything about this hotel was in mint condition especially the gardens. Everytime I interacted with the staff it was always a positive experience from asking for directions, advice or check in, they always went out of their way to help.
The room was very clean, the bed comfortable and the free shuttle to and from the strip was a very nice touch. It would certainly save you a few bucks as the drive from the hotel to the Strip takes around 30 minutes or more.
All in all I had a very pleasant stay and perhaps the only negative was there wasn't much of a choice when it came to dining.
I also used the spa and it was also very decent.

  • Stayed: September 2011, traveled on business
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1  Thank Appreci8life
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinLake L, General Manager at The Westin Lake Las Vegas Resort & Spa, responded to this reviewResponded July 26, 2012

Our hope is to provide a warm and inviting atmosphere where our guests can relax and enjoy all that Westin Lake Las Vegas has to offer. We’re thrilled you took advantage of our amenities and appreciated our grounds and helpful staff. While we do provide five on-site dining options, our complimentary shuttle to MonteLago Village is always available for guests that wish to enjoy off-site dining at local restaurants. Thank you for your review and we hope to see you again in the near future!

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Reviewed July 16, 2012

We love staying at this dog friendly resort in the Las Vegas area. The dogs love the lake, the rooms are clean and easily accessible with our animals and the staff is accommodating. What is not, is pet owners who do not pick up after their animals. They leave it on the sidewalks, paths and in front of the pet dispensers. Please pick up after your pets, before we lose Westin's hospitality at this location.

  • Stayed: July 2012, traveled with family
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1  Thank 2browndogs2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinLake L, General Manager at The Westin Lake Las Vegas Resort & Spa, responded to this reviewResponded July 26, 2012

At the Westin Lake Las Vegas, we look to care for all of our guests, especially our four-legged ones! Thank you for your kind review of our pet-friendly resort. We hope you and your fur-kids enjoyed your stay and look forward to a future opportunity to welcome you back.

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Reviewed July 16, 2012

Our main goal was to use Las Vegas to visit friends and relatives before touring several national parks and then return to Las Vegas before starting for home. We loved everything about the Westin, Lake Las Vegas. This is not the place to go if you want the excitement of the "Strip", but if you want a beautiful location with elegant surroundings that looks more like the Italian coast than the Nevada desert and you do not want to have to walk through a casino, this is the place to be. The staff was exceptionally attentive, and while we were enjoying drinks even the general manager stopped by to inquire how our stay was going. Our rooms were well appointed and I am glad both faced the lake. Everyone we talked to seemed delighted with the place. There is a casino on the other side of the lake and a free shuttle is available. Along with the casino is a small "village" with about a half dozen restaurants so you are not in the "boonies" as some claim. We ate at one of them with friends and liked the food and atmosphere along with attentive staff. We liked the hotel so much we cancelled our reservation at another hotel (on the strip) on our return trip and had another enjoyable stay at the Westin Lake Las Vegas.

Room Tip: It helps to be SPG gold.
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  • Stayed: June 2012, traveled as a couple
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Thank BobbyBaum
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinLake L, General Manager at The Westin Lake Las Vegas Resort & Spa, responded to this reviewResponded July 26, 2012

We’re glad you had such an enjoyable time at the Westin Lake Las Vegas that you extended your stay! Many of our guests find that our lakefront location is a relaxing and pleasant alternative when visiting Las Vegas. We appreciate your mention of our convenient resort shuttle and hope you had the chance to take advantage of some of the great evening events at the Village like their Saturday night jazz concerts. Please come back for another stay with us soon!

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Additional Information about The Westin Lake Las Vegas Resort & Spa

Address: 101 Montelago Blvd, Henderson, NV 89011
Phone Number:
Location: United States > Nevada > Henderson
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Top resorts Hotel in Henderson
#4 Luxury Hotel in Henderson
#14 Romantic Hotel in Henderson
#16 Business Hotel in Henderson
Price Range: $86 - $232 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Westin Lake Las Vegas Resort & Spa 4*
Number of rooms: 493
Official Description (provided by the hotel):
Named one of the "world's best hotels" by Travel + Leisure, The Westin Lake Las Vegas Resort & Spa offers visitors a 3,600 acre resort with spa, golf course, and fine dining. ... more   less 
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Also Known As:
Loews Lake Las Vegas Hotel Henderson
Loews Hotel Henderson
Loews Resort Henderson
Loews Henderson
Henderson Loews

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